Analyzing 1 751 reviews about Brinks Home Security shows doubtful customer service

two cctv cameras

Brinks Home Security has been ranked no. 1 in customer service and overall customer satisfaction with home security systems (by J.D. Power). However, we looked at reviews for the company and they showed something else. People are complaining about being locked in a contract and it seems like the customer service is getting worse.

Why do we say this?

There seems to be some dissatisfaction with contracts. The topic “contract” has an average grade of 2,48 / 5 and it often occurs together with “cancel”. Reviewers claim it is nearly impossible to get out of a contract, others write that the company is unethical and will try to lock you in a contract forever.

Customer service might not be the best. Although our analysis shows that the topic “customer service” has a slightly positive impact on the grade, the sentiment around the topic has decreased since 2017. Some of the related topics are “terrible” and “poor”. 

There also seems to be increased dissatisfaction with phonecalls. The topic “called” has increased in occurrence while the sentiment around the topic has decreased. It has an average grade of 2,95 / 5, which is lower than the overall average of 3,73 / 5. Some customers mention the company never called back. If Brinks Home Security wants to remain among the top companies when it comes to customer service, it looks like they need to step up.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!